ROI CALCULATOR

How much you can save with Intelligent Visual Assistance

Please enter your current metrics to begin calculating the business impact you can realize with TechSee.

Currency
$
£
Company Size
100
100 25000
0
0 100
50
50 450
0
0 100
100
100 100000
60
60 3600

Please select the required values ​​in the highlighted fields

*The savings model is based on TechSee’s customer data and industry best practices. Your answers will be kept confidential.

Select the areas where you'd like to calculate your savings using visual assistance, you can select more than 1

POTENTIAL CONTACT CENTER SAVINGS

How much you can save with Intelligent Visual Assistance

Complete the information relevant to your company’s Contact Center to determine the high-level financial impact of using TechSee’s Visual Assistance solution in your Contact Center.

Number of Agents
100
100 100000
60
60 3600
0.20
0.20 2.00
35
35 90

Please select the required values ​​in the highlighted fields

*If you are not sure of the values, use your best estimates.

ANNUAL SAVING SUMMARY

400
First Call Resolution Savings
50,000
Average Handling Time Savings
50,000,000
Estimated annual savings

Potential Savings for Field Services

How much you can save with Intelligent Visual Assistance

Complete the information relevant to your company’s Field Services team to determine the high-level financial impact of using TechSee’s Visual Assistance solution in your Field Services operations.

Number of Field Technicians
1500
100 25000
150
50 450
25
25 85
40
40 80

*If you are not sure of the values, use your best estimate.

ANNUAL SAVING SUMMARY

400
First Time Fix Rate Savings
50,000
Technician Dispatch Savings
50,000,000
Estimated annual savings

YOUR SAVINGS WITH TECHSEE

Thank you for using TechSee’s Visual Assistance Savings Calculator. For a detailed report how to achieve these savings and additional satisfaction metrics, fill out the form on the right.

Your savings with TechSee

50,000,000
Estimated annual savings
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    ROI CALCULATOR - RESULTS

    Thank you for using TechSee’s Visual Assistance Savings Calculator.

    The results below indicate some of the high-level financial savings you can expect when you implement TechSee’s Visual Assistance solution in your Contact Center and/or your Field Service teams.

    The savings are based on actual client-reported data, realized through dramatic improvements across a range of customer service KPIs, driving clear ROI by enhancing the quality of service and customer experience. Overall, our clients across a wide range of industries – including utilities, telecom & Pay-TV services, insurance, consumer electronics smart home and security, manufacturing, utilities and medical technology – have reported:

    • Reduced Dispatch (truck roll) rate of 19%
    • First Contract Resolution (FCR) improved by 22%
    • Average Handle Time (AHT) lowered by 12%
    Your Potential Savings With TechSee
    ANNUAL SAVINGS SUMMARY
    $
    400
    First Call Resolution
    Savings
    $
    3,000
    Technician
    Dispatch Savings
    $
    50,000
    Average Handling
    Time Savings
    $
    400,000
    First Time Fix Rate
    Savings
    $
    50,000,000
    Estimated Annual Savings
    ROI CALCULATOR – RESULTS
    YOUR EXPECTED SAVINGS COMES FROM:
    Cost per Call

    Every extra minute your agents spend on the phone costs your
    organization money. The Cost per Call is a metric that is commonly
    used in contact centers as a broad indicator of efficiency. It also sheds
    light on the contact center’s overall cost-effectiveness and each agent’s
    individual performance. Reducing time spent on calls will add up quickly.

    Impact of Visual Assistance on Cost per Call

    Faster issue identification: agents can see the problem with their
    own eyes, eliminating the need for them to rely on the customer’s
    description of the issue.

    Simplified and clarified instructions: customers receive precise
    Augmented Reality guidance on their screen, so the point of reference
    and required course of action are crystal-clear.

    Reduced escalations: frontline agents become multiskilled product
    experts, capable of resolving all but the most complex cases.

    Elimination of irrelevant cases: rapid identification of issues that are
    outside of scope, for example: by seeing that a customer’s warranty has
    expired.

    Better remote resolution: a more efficient customer support process
    eliminates 90% of NFF dispatches.

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    ROI CALCULATOR – RESULTS
     
    Cost per Truck Roll

    Truck rolls – or the need to dispatch a technician to a customer’s location – represent one of the largest costs in customer service operations, across numerous industries. Every time a technician is dispatched, the company incurs a significant expense, and sometimes these visits prove unnecessary or unproductive, such as those that are categorized as No Fault Found (NFF), meaning the problem was so simple to fix that the customer could have resolved it themselves, with expert remote guidance. There are also numerous cases of technicians with the wrong skill sets or the wrong spare parts being dispatched, as a result of misjudgment on the part of agents who do not have the benefit of Visual Assistance.

    Impact of Visual Assistance on Truck Rolls

    Better remote resolution: a more efficient customer support process eliminates 90% of NFF dispatches.

    More use cases can be safely resolved remotely: agents’ product
    knowledge and experience of customer issues are rapidly expanded by
    using Visual Assistance.

    Due diligence prior to dispatch: agents can determine the exact
    nature of the issue and dispatch the right technician with the correct information and parts.

    Remote consultation: technicians requiring further support in the field can consult with a remotely located expert.

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    ROI CALCULATOR – RESULTS
     
    First Time Fix (FTF)

    In many customer care organizations, FTF is used to gauge the quality of customer service as well as the overall efficiency of operations. When agents achieve FTF, it means that they resolve the issue the first time the customer contacted the company, eliminating the need for the customer to follow up with a second contact to seek resolution.

    Impact of Visual Assistance on FTF

    Faster issue identification: agents can see the problem with their own eyes, eliminating the need for them to rely on the customer’s description of the issue.

    Elimination of confusion: customers receive precise Augmented Reality guidance on their screen, so the point of reference and required course of action are crystal-clear.

    Verification of action completion: after every stage of the resolution process, the agent is able to confirm that the required action has been carried out and correct the customer if necessary.

    Verification of resolution: visually confirming that the issue is indeed resolved goes a long way towards avoiding repeat calls about the same issue.

    Easier data verification: when visual proof is required, such as for billing disputes, promotional eligibility or warranty authentication, customers can simply show the agent their documents via their smartphone.

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    ROI CALCULATOR – RESULTS
    Average Handling Time (AHT)

    AHT measures the duration of each customer episode with the goal of ensuring contact center efficiency, planning headcount and reducing operational costs. Contact centers seeking to lower their AHT must ensure that measures taken do not negatively impact the quality of customer service or the customer’s overall experience. Some thought leaders - such as the Harvard Business Review – have called the value of AHT into question, stating that it encourages agents to deprioritize complex issues. However, most leading companies still depend on the metric, considering it alongside other KPIs such as First Call Resolution (FCR) and Net Promoter Score (NPS).

    It is important to note that in some cases, Visual Assistance can actually increase AHT, because agents are empowered to resolve the customer’s issue on the call, rather than ending the call quickly by escalating it to Tier 2 agents or initiating a technician dispatch. There is also a learning curve over the first few weeks of use, as agents get to grips with the new tools at their disposal, although once they’ve mastered them, call durations gradually decrease. Over time, when comparing calls successfully resolved with Visual Assistance with calls resolved without it, AHT usually decreases significantly.

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    ROI CALCULATOR – RESULTS
    Impact of Visual Assistance on AHT

    Quick grasp of the issue: agents instantly see the nature of the problem, enabling them to understand and resolve it faster, since showing is always faster than telling.

    Clear visual guidance: using Augmented Reality, the customer is shown precisely what actions are required, allowing them to complete the process in a fraction of the time.

    Verification of resolution: agent can visually confirm resolution much more quickly than by asking the customer for verbal verification.

    Elimination of irrelevant cases: rapid identification of issues that are outside of scope, for example by seeing that a customer’s warranty has expired.

    Reduction of post-call work: capturing images of defective devices is much faster than writing a lengthy report.

    2021 TechSee. All Rights Reserved Worldwide
    6
    ROI CALCULATOR – RESULTS
    Net Promoter Score (NPS)

    NPS is an easy-to-calculate metric that is widely used to gauge customer loyalty. It measures customers’ overall perception of a brand and the likelihood of them recommending the product or service to a friend. Respondents are segmented into three customer types: promoters, passives and detractors. The evaluation determines the need for proactive activities to prevent customer churn by targeting unhappy customers and addressing any negative issues before they abandon ship or damage the brand with negative word-of-mouth.

    Customer Satisfaction (CSAT)

    CSAT calculates the percentage of satisfied customers out of the total number of customer requests received. It differs from NPS as CSAT measures satisfaction with a specific product or service, whereas NPS measures overall customer loyalty to the organization. Visual Assistance results in faster and more efficient call resolutions and a more satisfying customer experience with each and every customer interaction.

    2021 TechSee. All Rights Reserved Worldwide
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    ROI CALCULATOR – RESULTS
    Additional Areas of Impact

    In addition to these areas, TechSee can positively impact a number of other KPI’s at your organization, including:

    • Improve ESAT: Visual Assistance empowers agents to ‘see what the customer sees,’ boosting agent productivity, reducing labor intensity and improving overall job satisfaction.
    • Reduce Employee Churn: When employees feel they are providing value via their everyday tasks, and are trusted for their knowledge, expertise and integrity, they aren’t likely to churn.
    2021 TechSee. All Rights Reserved Worldwide
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    ROI CALCULATOR – RESULTS
    Let’s Continue the Conversation

    Would you like to learn more about the financial impact that TechSee’s Intelligent Visual Assistance solution will have on your business?
    Click here to schedule a personalized demo.

    Additional Resources
    • Truck roll paper
    • Buyers Guide
    • Churn Survey
    • 6 Ways to Increase Tech Utilization with Vision
    2021 TechSee. All Rights Reserved Worldwide
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    ABOUT TECHSEE

    TechSee revolutionizes the customer experience domain by providing the first intelligent visual engagement solution powered by artificial intelligence and augmented reality. TechSee empowers enterprises across the globe to deliver a better customer experience and reduce costs. TechSee is led by industry veterans with years of experience in mobile technologies, computer vision, machine learning and big data. The company is headquartered in Tel Aviv with offices in New York and Madrid. For more information, visit www.techsee.me.

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